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NICE CXone Expert

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Expert Success Center

How to submit a case in the NICE Customer Community

In the event that you are having an incident/issue in your use with CXone Expert, you can submit a case in the NICE Customer Community. 

Prerequisites

  • You have already searched through our Success Center KB to find the answer to your issue.
  • You have crowdsourced the CXone Expert (Mindtouch) Community for answers.

Submit a case

1. Login to the Customer Community’s homepage https://community.niceincontact.com/s/

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2. Select Get Technical Support 

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3. Select Manage Cases 

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4. Select Create a Case button (*Note: If you don’t see an option to create a case, request permission from your CXone contact or user administrator) 

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5. Choose 1 (one) of the following options. To submit a case, select Open an Incident Case: 

o        Open an Incident Case 

o        Open a Work Order 

o        Open a Service Request 

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6. Select your corresponding account for your case and topic 

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7. Choose Your Product or Service (CXone Expert/Mindtouch) 

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8. Type in Subject & Description and select the primary contact (*Note: Provide as many details as possible) 

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9. Select Case Severity and Impact 

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10. Select Contact Hours 

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11. Review Your information and Submit 

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Upon submission, you will receive an email confirmation. If you have any further questions, please email your CXone Expert CSM. 

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